BMC Success Journey
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The BMC success journey allowed customers to take action on most urgent software support issues, view new product releases, and manage their success plans by setting goals and viewing their progress.
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My Role
I was the UX designer for this project with the task of designing the end-to-end experience of the product, discovery, stakeholder management and creating design system components from on the mockups
The Challenge
The challenge was how to identify and act on urgent issues, set goals and track progress as well as create value for their organization and all the while getting enterprise customers to engage and adopt this application over previous versions.
User engagement and streamlining multiple complex features in one application were critical aspects of this effort.
User engagement and streamlining multiple complex features in one application were critical aspects of this effort.
Research: Discovery and Usability Study
In order to better understand key insights from the business owners, I conducted multiple discovery sessions and based on these sessions, I identified 4 roles within the customer's company that would allow us to address their unique goals and task flows. Also, we conducted usability study on a prototype of the portal with enterprise customers who were typical users of this portal.
1) Practitioner
2) Strategic Leader
3) Evaluator
4) Decision Maker
Key Findings from the Usability Test
1) Practitioner
- Responsible for performing primary support tasks for their company (i.e. resolving open cases, ensuring products have latest patches and downloads)
- Utilizes how-to videos and discussion forums extensively to find innovative solutions to their current work needs
- Keeps track of latest product releases and versions for products they've registered and those they're interested in
2) Strategic Leader
- Responsible for monitoring product release schedules and new patches of product categories
- Responsible for updating to the latest release for their products
- Interested in trending patterns for open/closed cases
- Ensures that their products are safe and secure
3) Evaluator
- Responsible for knowing all things about their company's products
- Responsible for design, plan and execution phases of their products
- Always on the lookout for new tools and business processes to efficiently streamline their core tasks
4) Decision Maker
- Constantly trying to find new ways to advance their business
- Interested in trending patterns for open/closed cases, metrics for product releases among others
- Always on the lookout for new tools and business processes to efficiently streamline their core tasks
Key Findings from the Usability Test
- There were some confusion over how product adoption can help a customer enhance their support success journey and show value to their organization
- They really liked the ability to see open cases prioritized by urgency level and ability to view trending of cases
- They really liked the AI-enabled cards shown in carousel at the top addressing course progress, topic discussions and personal development progress
- They liked the proactive approach of the portal offering them how-to videos, community discussions and product releases based on their role within the organization (practitioner, decision maker, strategic leader, evaluator)
Final Designs
The usability study and the four personas helped to inform the final designs of the BMC success journey application. Here are some key design decisions I made based on the research.
- Context-driven approach to providing a personalized experience for each role
- Creating an activity center from which to delve into snapshots of the customer's open and closed cases, personalized success plan and helpful videos and discussion threads on tools and resources
- Easy to use navigation utilizing a mega menu based on three hierarchical categories of instance health, product adoption and success journey
